Topic:"Billing Procedures" in M12273

legitimate needs and concerns for specific information about my stolen data. Page 4 of 5 DRO made decision on: 00/00/0000 Type of complaint: Billing Issues Additional details: I am writing to formally raise a complaint regarding Nova Scoti...

AI summary The customer is raising a complaint about Nova Scotia Power's failure to provide reliable service access, inadequate handling of a data breach, and billing practices that lack transparency and consumer protection. The customer has not received a response from the complaints resolution team and is experiencing ongoing issues with accessing their online account and receiving unexpected bills.

Page 2 of 3 This subscription retails for nearly $600 over two years, yet I was never asked whether I wanted this third-party service. Many Canadians already receive similar coverage at no cost through their banks or credit card providers....

AI summary The consumer, Danielle Kristine Maillet, expresses concerns about NSPower's billing practices, lack of consent for third-party services, and security issues following a data breach. She requests the Board to investigate NSPower's compliance with ethical and regulatory standards and to provide remedies for affected customers.

lished 26 process within the Company. Estimated bills are based on an average of the previous 27 energy used at a customer’s property during a similar timeframe in the previous year. 28 Some customer bills did appear larger than anticipate...

AI summary The document discusses customer billing discrepancies, noting that some bills appeared larger than expected due to unprocessed payments. It also references a cybersecurity incident inquiry and NSPI's responses to information requests by the NSEB.

1 received bills closer together as NS Power caught up on billing after the pause from April 2 25-June 4; and estimated bills mean that changes customers have made at the premises may 3 not be reflected. NS Power is focused on maintaining...

AI summary NS Power is addressing billing disruptions caused by a ransomware attack, including estimated bills and delays in billing cycles. They are working to restore internal systems and resume accurate billing based on actual meter readings. The company has not applied late fees and is communicating directly with affected customers.

1 6.2 Assessment of Potential Harm 2 3 As outlined above, NS Power determined through its investigation that certain customer 4 information stored on the impacted servers was accessed and taken by an unauthorized third party. 5 However, wh...

AI summary NS Power acknowledges a data breach impacting customer information but has no evidence of misuse or financial harm. The company emphasizes transparency and customer support, and confirms no disruption to service or billing operations. Concerns about billing processes are being addressed seriously.

Normal Activities Customer Billing December 1: "As the Board is aware, customer billing has been affected by the Incident. NS Power continues to address customer concerns as they arise and take proactive steps to address customer questions...

AI summary NS Power is addressing customer billing issues caused by an incident, including implementing manual meter readings and communicating with customers about estimated bills. Approximately 75% of customers have had at least one meter reading since the incident.

As also noted in the Second Monthly Update Report, in acknowledging that customers’ billing experience was impacted by the Incident, NS Power has waived all late fees and paused collections and disconnections activity since the Incident fo...

AI summary NS Power has waived late fees and paused collections and disconnections for active customers due to an incident impacting billing. The company plans to reconnect customer meters with billing systems starting in December 2025 and expects full reconnection by March 2026. Flexible billing options like Equal Billing and pay-what-you-can arrangements are being offered to customers.

and Response As some bills in November have caused concerns about overestimates, the Company is increasingly offering the option of a photo reading of customer meters, with all meters expected to be section allowing for a quicker reconcili...

AI summary NS Power is addressing billing concerns caused by overestimates by offering photo readings of customer meters and allowing customers to pay large balances over an extended period. They have also updated their website and included bill inserts to inform customers about the billing process and options available.

impacted: SAIDI, SAIFI, CKAIDI, CKAIFI, ETR Updates, Outage Reports, Percentage of Customers Restored within 48 hours." Affiliate Code of Conduct Update: Billing of employee time continued through the end of the year 2025 based on estimate...

AI summary The document discusses updates to billing processes for employee time under the Affiliate Code of Conduct, noting that estimates were used through the end of 2025 and actuals will be billed starting in Q1 2026. It also mentions interconnection processes, though details are not provided.

anticipated that billing for employee time will resume the pre-cybersecurity incident process, namely billing actuals on a one month lag. Interconnection processes

AI summary The text mentions the resumption of billing for employee time following a cybersecurity incident and references interconnection processes.

of the Board’s questions are addressed in turn below. 1. Confirming the inability of demand registers to reset remotely at the end of each billing cycle was limited to single-phase meters. The inability of demand registers to reset remotely...

AI summary The document addresses the Board's questions regarding the inability of demand registers on single-phase meters to reset remotely, impacting a subset of customers in General Demand and Small Industrial rate classes. NS Power has identified 1,056 impacted customers and plans to communicate with them in early 2026 after completing an investigation. So far, 35 customers have been contacted.

wer Cyber Incident Appendix C Page 2 of 5 5. How many demand billing customers have been contacted about the issue? NS Power has been in contact with 35 customers impacted by this issue. 6. How many demand billing customers have had their...

AI summary NS Power has contacted 35 customers impacted by a cyber incident, investigated charges for 1,454 customers, and is in the process of reviewing accounts, expecting completion in early 2026. There is currently no standardized methodology for assessing the impact on demand billing customers due to the inability of demand registers to reset remotely.

eing billed appropriately? There is no standardized methodology for determining the impact on single-phase demand billing customers from the inability of demand registers to reset remotely. NS Power is reviewing all individual bills of the...

AI summary NS Power is reviewing the billing of 1,454 customers affected by a cyber-incident that caused the loss of remote demand reset functionality. Credits have been issued to 35 customers totaling $10,497, and 1,056 customers may face increased demand charges. Single-phase meters serve over 550,000 service locations.

1 Request IR-13: 2 3 (a) Please explain the process by which the utility currently estimates a monthly bill? 4 5 (b) Please provide details about the design limitations and tuning of NS Power’s system 6 for estimating bills referenced in t...

AI summary The document discusses Nova Scotia Power Inc.'s (NSPI) bill estimation process using statistical imputation and a contingency CIS subroutine with seasonal logic. It references Peter Gregg's testimony about system limitations, noting the AMI network's role and the use of historical data for warm/cold season estimates.

e season. 30 31 (e) The CIS subroutine for estimating seasonal usage considers two seasons, ‘warm’ and 32 ‘cold’. Historically, bills in May through October are considered as warm and the Date Filed: December 23, 2025 NSPI (NSEB) IR-13 Pag...

AI summary NSPI explains its use of the CIS subroutine for seasonal billing adjustments, noting historical warm/cold season divisions and challenges with transitional months. NSPI reverted to warm billing in November 2025 after initial cold billing led to higher estimates, proactively contacting affected customers and adjusting billing procedures.

d Inquiry into Nova Scotia Power’s Cybersecurity Incident (NSEB M12273) NSPI Responses to NSEB Information Requests NON-CONFIDENTIAL 1 Request IR-14: 2 3 On page 2 of the Monthly Update 4, NS Power noted that customer meters have continued...

AI summary Inquiry into NSPI's cybersecurity incident (NSEB M12273) addresses meter reconnection progress, risks to timelines, meter reading methods, and billing data post-incident. NSPI reports 75% of customers have received readings since the incident, with full reconnection expected by March 2026.

1 (ii) For those bills that were estimated, please provide a breakdown based on the 2 number of months since the meters associated with those bills were actually 3 read. 4 5 (e) Were the bills all based on the same number of estimated mont...

AI summary The text includes questions about billing practices, cybersecurity impacts on meter readings, and overpayment policies, followed by a response detailing the status of smart meter reconnection (70% completed) and risks like weather events and tech delays. Key themes involve billing procedures, cybersecurity, and advanced metering infrastructure.

rces. 28 29 • Unforeseen delays in the restoration or availability of supporting 30 technologies such as integration platforms or user access management Date Filed: December 23, 2025 NSPI (NSEB) IR-14 Page 2 of 4 Board Inquiry into Nova Sc...

AI summary NSPI discusses cybersecurity incident response delays due to integration platform and user access management challenges, meter reading processes involving service orders and estimated billing, and references a table detailing monthly estimated bill counts.

availability. 13 14 (c) Monthly breakdown of the total number of bills generated based on estimates is set out in 15 the table below. All other bills would be based on true reads. 16 17 (d) 18 19 (i) Please refer to part (c). 20 21 (ii) NS...

AI summary NSPI explains billing practices post-cyber incident, including estimated reads based on seasonal history and photo read usage. Residential customers received ~4 bills(avg), half estimated. Photo reads (80% usable) help adjust bills, with resubmission options for poor-quality images.

een used to adjust bills. If a photo cannot be used, the 11 customer is informed of the reason why. For example, customers can resubmit the photos 12 with a higher image quality. 13 14 15 16 (g) Interest is not paid on utility payments abo...

AI summary The text outlines NSPI's billing procedures for photo meter readings, stating no interest is paid on overpayments above actual usage. Customers may request refunds instead of retaining credits. Post-cyber incident, late charges were waived, and an online photo submission form was launched. Overpayments are not uncommon, with examples like equal billed accounts and credit balances.

1 Request IR-15: 2 3 During his November 23, 2025, appearance before the Nova Scotia House of Assembly 4 Standing Committee on Natural Resources and Economic Development, Mr. Lanteigne said: 5 6 … I know what I mentioned earlier is that ov...

AI summary The document discusses a request questioning why half of NS Power's November 2025 bills were higher than the previous winter, with NS Power explaining that its CIS estimation subroutine overestimates usage at winter's start/end due to averaging seasonal data and warmer temperatures in September/October.

e variance attributable to averaging. 30 31 (b) Estimates are only generated when meter readings are missing. Understanding the 32 accuracy of these estimates relative to true readings at the same time at that property isn’t 33 possible. H...

AI summary Nova Scotia Power Inc. (NSPI) addresses the Nova Scotia Energy Board's (NSEB) inquiry into a cybersecurity incident, noting that 48% of November bills used actual meter reads. NSPI implemented online photo meter submission to improve accuracy of estimated readings, acknowledging challenges in assessing estimate accuracy due to missing data.

tion 24 to the website content. NS Power also informed customers of the improvements made to the 25 online customer portal (My Account) including new features and information on updated login 26 screens for better security and user experie...

AI summary Nova Scotia Power (NSP) has updated its online customer portal, My Account, with improved security and user experience features. NSP is also hosting in-person community sessions to address customer concerns related to estimated billing and provide assistance with bills.

1 6.2 Assessment of Potential Harm 2 3 As outlined above, NS Power determined through its investigation that certain customer 4 information stored on the impacted servers was accessed and taken by an unauthorized third party. 5 However, wh...

AI summary NS Power acknowledges a data breach where customer information was accessed by an unauthorized third party but has no evidence of misuse or financial harm. The company committed to transparency, timely communication, and customer support. The incident did not disrupt physical operations but affected billing systems, prompting concerns about billing processes and late fees.

nd Project Accounting was re- established resulting in a resumption of automated end-to-end project lifecycle tracking and data supporting decision-making on property, plant and equipment investments. A cross-functional team of employees a...

AI summary NS Power addresses billing disruptions from a cybersecurity incident by implementing manual meter readings, waiving late fees, and planning system reconnection. A cross-functional team works to restore normal payment processes, with full meter reconnection expected by March 2026. The NSEB is referenced in a related inquiry.

ent for active customers. The Company is on track to reconnect customer meters with the billing systems beginning in December 2025, with all meters expected to be reconnected by the end of March 2026. NS Power acknowledges and understands...

AI summary NS Power addresses customer concerns about estimated billing by offering flexible options like Equal Billing, pay-what-you-can arrangements, and photo meter reads. They plan to reconnect all meters by March 2026 and provide extended payment periods for under-estimated bills. Communication efforts include website updates, bill inserts, and portal improvements.

and new connection service 32 requests, that have been impacted by this breach due to the shifting of resources away 33 from these activities to support NS Power’s cybersecurity response. In addition, provide a 34 status update on the esti...

AI summary The text outlines requests related to a cybersecurity breach impacting NS Power's services, including delays in connection requests, billing issues, and customer communication. It seeks information on actions taken, service restoration timelines, and billing resolutions.

• M12330 - In its Q2 2025 Quarterly Report, NSPML advised that due to the cybersecurity incident, the detailed allocation between the Maritime Link Project and sustaining capital costs is unavailable at this time. It added that an update w...

AI summary A cybersecurity incident disrupted NS Power's IT systems, delaying filings, causing billing errors via manual smart meter readings, and pausing CIS replacement. The Board received complaints about inflated demand charges and requested updates on system restoration. NS Power cited the incident as the cause for filing extensions and paused CIS upgrades, which were part of the 2025 ACE Plan.

s that appropriate controls are in place and operating effectively. Please see NS Power’s response to NSEB IR-01(a) (M12273) for additional information. Financial Enterprise Resource Planning The Incident disrupted the Company’s Enterprise...

AI summary The Incident disrupted NS Power's Enterprise Resource Planning (ERP) systems, necessitating manual processes for payroll and financial reporting. Payroll operations have stabilized, but capital accounting remains interim. Customer billing faced disruptions with estimated billing and manual readings, though service continuity was maintained.

Ongoing Regulatory Matters As a result of the impacts noted above, several matters before the Board have been affected, including: • rates-related, Page 4 of 16 October 1, 2025 C. Henwood • customer billing, • capital and ACE Plan, • finan...

AI summary The Incident has impacted multiple regulatory matters before the Board, including rates, billing, capital/ACE Plan, financial reporting, fuel adjustment mechanisms, reliability standards, and demand-side management. The Board is being updated on evolving impacts to ensure transparency.

e Company relied on estimated bills. Notwithstanding these impacts, NS Power has implemented manual meter reading, limiting the number of estimated bills. The following metrics were not impacted: SAIDI, SAIFI, CKAIDI, CKAIFI, ETR Updates,...

AI summary NS Power implemented manual meter reading to reduce estimated bills, with metrics like SAIDI and SAIFI remaining unaffected. The Affiliate Code of Conduct (ACOC) processes were impacted by a cybersecurity incident, leading to estimated billing for affiliate time, with a true-up process planned. Annual ACOC training remains mandatory.

ent for active customers. The Company is on track to reconnect customer meters with the billing systems beginning in December 2025, with all meters expected to be reconnected by the end of March 2026. NS Power acknowledges and understands...

AI summary NS Power outlines steps to address customer concerns with estimated billing, including flexible payment options, photo meter reads, and extended payment plans for overestimated bills. The company is reconnecting meters by 2026 and improving communication through website updates and portal enhancements.

11 c) Does NS Power have access to the actual meter reading for that month for prior years? 12 i. If not, how can NS Power determine what the estimated bill should be? 13 14 Request IR-14: 15 On page 2 of the Monthly Update 4, NS Power not...

AI summary The text raises questions about NS Power's access to historical meter data, billing accuracy during a cybersecurity incident, and progress in reconnecting customer meters. It requests details on work completion timelines, risks to reconnection schedules, and a breakdown of bills based on actual vs. estimated meter readings.

ii. For those bills that were estimated, please provide a breakdown based on the 34 number of months since the meters associated with those bills were actually read. Document: 326189 Date Filed: 3 December 2025 Page 2 1 e) Were the bills a...

AI summary The document requests detailed breakdowns of estimated billing practices, including the number of months used for estimates and the impact of a cybersecurity incident on photo meter reads. It also inquires about overpayment refunds and references a statement by Mr. Lanteigne regarding billing discrepancies and meter read accuracy.

ably the last month or so, 16 the meter readings have been fairly close. That said, they’re estimates. There are always 17 going to be customers who are on the extremes of those. 18 a) Please explain why half of NS Power’s bills in Novembe...

AI summary The text includes questions about NS Power's billing accuracy, specifically discrepancies between estimated and actual meter readings, and whether cybersecurity measures post-incident impacted billing processes. It requests data on overestimation rates and resource allocation for billing improvements.

number of leads to which I responded exceeded 200. 13. These estimates are based on contemporaneous call logs and online intake records maintained by the firm during the relevant period. 14. As of January 20, 2026, the online submission pa...

AI summary The document details over 200 customer complaints to MacGillivray Law regarding Nova Scotia Power's (NSP) estimated electricity billing following a data breach. Key concerns include confusion over billing calculations, delayed reconciled bills, lack of meter readings, and unreflective billing of energy usage changes. Approximately 12,563 NSP customers submitted online forms about the breach.

rioritized corporate convenience and interest over consumer protection. Furthermore, NSP shifted the financial, emotional, and logistical burden of its multiple failures onto its customers. 4. The Data Breach caused both a mass personal in...

AI summary The Plaintiff alleges that NSP prioritized corporate interests over consumer protection, causing a data breach and billing integrity failures. These failures exposed customer information and led to inaccurate billing. The action seeks relief under the Class Proceedings Act for negligence, breach of contract, and statutory violations, including privacy and consumer protection laws.

va Scotia (the "Plaintiff"). Further to the Data Breach, the Plaintiff suffered a personal information compromise and was also subject to a billing integrity failure (described herein). 8. The Defendant, Nova Scotia Power Incorporated ("NS...

AI summary The Plaintiff alleges a data breach by Nova Scotia Power (NSP) leading to personal information compromise and billing integrity failures. NSP, as the monopoly electricity provider, collects customer data as a service condition. The class action includes customers affected by the April 2025 data breach and billing errors.

e Plaintiff includes reference to the Class, as appropriate. -6- IV. FACTUAL BACKGROUND (A) PERSONAL INFORMATION COMPROMISE 12. The Data Breach resulted in unauthorized access to NSP's customers' personal information, including (but not ne...

AI summary The document details a data breach at Nova Scotia Power (NSP) that exposed customer personal information and disrupted billing systems, leading to inaccurate bills, customer distress, and inadequate relief measures by NSP. The breach also compromised metering and billing processes, resulting in inflated estimates and threats of disconnection.

limited to) bill smoothing, interest forgiveness, or temporary credits. Furthermore, NSP did not inform customers of how it changed its billing practices in the aftermath of the Data Breach. (C) MISLEADING AND INADEQUATE COMMUNICATIONS 19....

AI summary The document alleges that NSP engaged in misleading and inadequate communication following a data breach, including failing to inform customers about billing practices based on estimates and omitting material details about the breach. It further claims NSP violated PIPEDA by failing to implement adequate safeguards for customer personal information.

iling to implement policies and procedures for the protection of personal information; (c) failing to implement mechanisms to prevent unauthorized access to personal information; (d) failing to implement meaningful consent practices regard...

AI summary The plaintiff alleges NSP negligently failed to protect personal information, leading to a data breach and mental distress. NSP is also accused of billing integrity failures through inadequate operational controls, inaccurate meter data, and delayed error corrections, resulting in financial and reputational harm to the plaintiff.

g to correct measuring, billing or invoicing, or any other errors promptly; (d) failing to disclose the nature and extent of system failures, or corresponding remedial measures; (e) failing to implement meaningful consent practices regardi...

AI summary The plaintiff alleges Nova Scotia Power (NSP) failed in its duty of care by making negligent/fraudulent misrepresentations about meter functionality and billing systems, leading to financial losses, late fees, and cash-flow disruption due to billing integrity failures.

nt timeframes relative to the billing cycle; (c) requiring customers to pay amounts stated in bills and invoices to avoid arrears, interest, or service interruption; (d) failing to disclose that meter data was unavailable, or otherwise cor...

AI summary The text outlines NSP's alleged failures in billing integrity, including non-disclosure of meter data issues, reliance on unreliable estimates, and failure to inform customers of billing inaccuracies. The plaintiff claims reliance on NSP's misrepresentations led to overpayment, financial harm, and credit impacts.

f suffered damages and loss, including (but not necessarily limited to): (a) overpayment for electricity consumed; (b) bank fees, interest charges, or credit impacts; (c) cash-flow disruption and financial hardship; (d) time and effort spe...

AI summary The plaintiff alleges NSP caused damages through billing errors, negligent/fraudulent misrepresentations, and breaches of contract and the Consumer Protection Act. Claims include financial losses, contractual obligations violations, and statutory non-compliance.

ch recognizes the Plaintiff as a "consumer" and NSP a "supplier', thereunder. 44. NSP engaged in "unfair practices'', as defined in the CPA, including (but not necessarily limited to): (a) making misleading representations regarding billin...

AI summary The Plaintiff alleges NSP engaged in unfair practices under the CPA, including misleading billing and inadequate system security. NSP is accused of breaching statutory duties under the Public Utilities Act and PIPEDA by issuing incorrect invoices, failing to maintain billing integrity, and mishandling personal information.

rway to validate that functionality is restored safely, aligns with operational priorities, and minimizes disruption to year-end and month-end activities. Page 2 of 5 February 5, 2026 C. Henwood These combined efforts contribute to a gradu...

AI summary NS Power reports progress in restoring customer billing systems, including re-establishing smart meter connectivity, issuing first bills with reconnected data, and improving manual meter reading efforts. Over 84% of customers received actual reads in January 2026, with integration work advancing to resume automated billing. Customer self-service portal enhancements are also underway.

Activities Updated Jan 31, 2026 Rates-Related Matters Customer Billing Update: As the Board is aware, the incident has affected customer billing. NS Power is actively addressing customer concerns and questions about their estimated bills....

AI summary NS Power is addressing billing issues caused by an incident, implementing manual meter readings, waiving late fees, and pausing disconnections. The incident disrupted billing processes and online functions, though meters continued to record usage accurately.

disconnections activities for active customers since the incident. This decision was also noted in the Second Monthly Update Report. On December 23, 2025, we issued the first bills using over-the-air data, and in January 2026, over 84% of...

AI summary The text discusses disconnection activities for active customers post-incident, referencing the Second Monthly Update Report. It details the implementation of over-the-air billing starting December 23, 2025, achieving 84% true reads by January 2026, and plans to reconnect all 400,000 meters by March 2026, with physical meter readings used for accuracy when needed.

We understand that the estimated billing process has raised concerns among our customers. To address this, we have provided flexible options such as Equal Billing, pay-what- you-can arrangements, and photo meter reads. Additionally, we hav...

AI summary The company acknowledges customer concerns about billing inaccuracies and has introduced flexible billing options (Equal Billing, pay-what-you-can), waived late fees, and implemented photo meter reads to improve accuracy. Meter reconnection is scheduled for December 2025, with an online form promoted for customer convenience.

, with all meters and Response expected to be reconnected by the section For customers who were under-estimated and now face a large balance due to an actual meter reading, we are offering the option to pay the balance over an extended per...

AI summary NS Power offers customers with large outstanding balances the option to pay over 24 months and hosts community sessions across Nova Scotia to address billing questions, aiming to ease financial burdens and improve customer support.

and our Customer Care centre is able to support customers who have questions over the phone. Leveraging feedback from the Affordable Energy Coalition, NS Power created more content to help increase customer awareness of the options availab...

AI summary NS Power enhanced customer communication through phone support, media campaigns, and website updates. Efforts included promoting energy options via TV, radio, and social media, and providing detailed billing information post-interruption. Bill inserts and website content were updated to address billing changes and customer needs.

conomic Development 1700 Granville Street, One Government Place, 2nd Floor Halifax, NS B3J 1X5 RE: December 1, 2025, committee motion requesting further information from Nova Scotia Power Mr. Chair, At Nova Scotia Power, multiple teams hav...

AI summary Nova Scotia Power is providing an update on its efforts to support customers affected by billing issues following a cyber incident. The company has offered flexible billing options, waived late fees, and paused disconnection activities. They have also held in-person customer support sessions and plan to provide a detailed report within 60 days.

ontinued weekly analysis of seasonality used in the CIS calculation to ensure usage was not materially above 2024 levels, thereby mitigating risk of ongoing overestimation. o While customers’ energy profiles and usage patterns can change ov...

AI summary The text discusses the ongoing analysis of energy usage patterns and billing accuracy post-cyber-incident, highlighting overestimation risks and efforts to mitigate them. It notes that overpayment scenarios are rare, with a small percentage of bills resulting in credits, and that refund requests have decreased over recent years.

f issues, including customers who might have entered a larger amount when paying through their bank or customers who have closed an account that had a credit balance on it. o Underpayment: The percentage of active residential accounts in a...

AI summary The text discusses billing discrepancies and underpayment issues, noting an increase in residential accounts in arrears. It highlights efforts by Nova Scotia Power and other stakeholders to assist customers through payment arrangements and Equal Billing plans. It also mentions safeguards and processes to improve billing accuracy, including the use of true reads and customer engagement.

ia Power’s billing system, customers concerned about an estimate are encouraged to take a photo of their meter display and send it to us so we can adjust the bill to reflect actual usage. • The option to submit a photo read is long-standing...

AI summary Nova Scotia Power is providing options for customers to submit meter readings via photos or online forms to ensure accurate billing. They also mention contingency plans for smart meters, including estimated billing and hiring meter readers. The company aims to support customers with billing adjustments and repayment options.

ccuracies. • NS Power did act on contingency plans when billing resumed in June 2025. This included estimated billing, and the concurrent hiring, training and deployment of meter readers. • NS Power does acknowledge that these contingency...

AI summary NS Power implemented contingency plans for billing resumption in June 2025, including estimated billing and hiring meter readers. They acknowledge the plans did not fully anticipate the issue's extent and are enhancing disaster recovery, monitoring, and bill estimation through a new Customer Information System.

3 Monthly Cybersecurity Update 5 Attachment 4 Page 4 of 4 collections and disconnection activity for active accounts. Customers will be provided with notice before late fees resume. • When billing resumed in June 2025, we created comprehen...

AI summary NS Power has taken several steps to improve customer awareness and support regarding billing processes following a disruption. These include website updates, bill inserts, promotional campaigns, and community sessions to address customer concerns and provide information on available options.

an aged analysis of the payables and the reasons for the accounts outstanding beyond 30 days, Nova Scotia Power continues to make significant progress in reducing the post‑cyber‑event invoice backlog. As can be seen in Attachment 3, the ba...

AI summary Nova Scotia Power (NS Power) is reducing its post-cyber-event invoice backlog, with Attachment 3 showing progress toward pre-cyber levels. Financial management improvements, including inventory handling and expense processing, are underway. Customer billing has resumed, with 84.6% of customers receiving accurate bills by January 2026 and over 450,000 meters transmitting data by February 2026.

Monthly Cybersecurity Update 6 Attachment 2 Page 2 of 6 Report 2 - Report 3 - Report 4 - Report 5 - Report 6 - Forecast Restoration of Normal Affected Regulatory Matters October 1 November 3 December 1 February 4 March 4 Activities Latest...

AI summary The document outlines a cybersecurity update related to regulatory matters, including customer billing and rates-related issues. It references updates dated February 28, 2026, and lists affected matters under 'Rates-Related Matters' and 'Customer Billing'.

Updated Feb 28, 2026 Rates-Related Matters Customer Billing

AI summary The document, updated on February 28, 2026, outlines rates-related matters and customer billing issues under consideration in the regulatory proceeding.

NS Power has continued to make progress in restoring customer billing capabilities. Smart meter connectivity has been re-established for most customers, en abling the ongoing collection of meter data needed to support billing activity. The...

AI summary NS Power has restored smart meter connectivity for most customers, enabling accurate billing. The first bills with reconnected meter data were issued on December 23, 2025, with 84.6% of customers having accurate readings by January 2026. By February 2026, over 450,000 meters successfully transmitted usage data, indicating improved system stability.

information to NS Power systems, demonstrating improved stability in meter data collection. billing systems beginning in Customer Billing Introduced NA Incident Impact Updated Updated December 2025, with all meters and Response Work contin...

AI summary The text discusses NS Power's efforts to improve meter data stability and integrate customer billing systems, with work ongoing to reconnect meter data to the billing platform by December 2025. This integration is a critical step toward resuming standard automated billing processes.

The Company is on track to reconnect customer meters with the billing systems beginning in Performance Standards Introduced NA NA NA NA No new update December 2025, with all meters expected to be reconnected by the

AI summary The Company plans to reconnect customer meters to billing systems starting in December 2025, with all meters expected to be reconnected by then. A section on 'Performance Standards' includes NA entries but lacks detailed discussion.

the Report on March 2, 2026. Customer Billing Updated - Pulled up under the Meters have been restored to normal Customer Billing Introduced NA Incident Impact Updated Updated Updated Meter connections to our billing system have been restor...

AI summary Customer billing services were restored to normal operations as of March 31, 2026, following an incident impacting meter connections. The update is part of a cybersecurity-related report, with no further details on the incident or resolution process provided.

il completion (typically 10%)  Freight or shipping charges / surcharges on an invoice  Deposit charged on reels, pallets or drums to be returned after use Procurement  Price invoiced does not match the price on the purchase order  Appr...

AI summary The text outlines common issues in procurement and receiving processes, including price discrepancies, missing purchase order approvals, inventory mismatches, and invoice discrepancies. It categorizes problems under 'Procurement' and 'Receiving' with specific examples of invoice and procurement-related challenges.

or premature re-enablement. Core services have remained operational, and recovery activity is increasingly characterized by structured validation, governance oversight, and risk-based decision-making. This approach reflects a deliberate sh...

AI summary The text outlines post-cyber incident recovery efforts focused on structured validation, governance, and financial operations. Core services remain operational, with recovery prioritizing resilience and long-term stability. Financial systems are progressing toward integration and audit readiness, while aged receivables have decreased significantly.

period is complete. The model used to prepare the Cost of Service Breakdown was Renewable to Retail Information Introduced NA NA NA NA Updated NA No new update available in January 2026. The Company filed the Report on March 2, 2026. Custo...

AI summary The document discusses the Cost of Service Breakdown model, updates to Renewable to Retail Information, and a report filed by the Company on March 2, 2026, along with Customer Billing details.

2, 2026. Customer Billing Updated - Pulled up under the NS Power restored meter connections in March, and in April achieved the performance standard for estimated billing. NS Power's focus Meters have been restored to Customer Billing Intr...

AI summary NS Power restored meter connections in March 2026 and met estimated billing performance standards in April. The utility prioritizes assisting customers with outstanding balances through flexible repayment options, while addressing cybersecurity incident updates in a monthly report.

(MEI) systems are expected by the end of Q3 2026. Cybersecurity Incident - Monthly Update 8 Attachment 3 Page 1 of 2 Invoices on Hold May 11, 2026 Cybersecurity Incident - Monthly Update 8 Attachment 3 Page 2 of 2 Invoices on Hold May 11,...

AI summary The document includes a cybersecurity incident monthly update and details about invoices on hold, with administrative and procurement-related reasons such as approval requirements, disputes, and tax form approvals.

Customer Billing and Customer Systems Customer-facing systems continued to progress through validation, testing, and staged restoration activities, with a focus on ensuring service continuity. Key capabilities have advanced through testing...

AI summary Customer-facing systems are progressing through testing and validation, with some functions operational. Delays are due to testing complexity and dependencies. NS Power met performance standards for estimated bills post-March 2026 meter restoration. Recovery timelines detailed in a Gantt chart.

The following projects experienced adjustments to their completion timeline. An overview of the changes and associated rationale is outlined below: Pillar Project Summary of Change Rationale Time of Use - Real Time Pricing Tariffs Introduc...

AI summary Several projects have had their completion timelines adjusted. The 2026 RTP report will be completed in Q4 2026. PortOps modelling for 2025 is complete. A new model for the Cost of Service Breakdown was available in January 2026, and the report was filed in March 2026. Meter restoration has led to normal billing operations, with NS Power meeting performance targets for customer bills.

The following projects experienced adjustments to their completion timeline. An overview of the changes and associated rationale is outlined below: Pillar Project Summary of Change Rationale Time of Use - Real Time Pricing Tariffs Introduc...

AI summary The document outlines adjustments to the completion timelines of various projects, including updates to Time of Use - Real Time Pricing Tariffs, Extra Large Industrial Active Demand Control Tariff, and Customer Billing. Changes are primarily due to model completions, system restorations, and performance targets being met.

Customer Billing and Customer Systems On March 31, 2026, NS Power announced that billing operations had returned to normal. However, late payment charges and formal collection activities had not yet resumed. On July 15, 2026, NS Power anno...

AI summary NS Power announced the resumption of late payment charges and collection activities starting October 1, 2026, after billing operations returned to normal in March 2026. They also continue offering payment arrangements and the Equal Billing Plan to help customers manage their electricity bills.

The following projects experienced adjustments to their completion timeline. An overview of the changes and associated rationale is outlined below: Pillar Project Summary of Change Rationale Customer Billing Introduced NA Updated - Pulled...

AI summary The document outlines adjustments to project timelines, including billing operations returning to normal in March 2026 with late fees resuming in October 2026. The Capital and ACE Plan, CIS Replacement Project, and Fuel Adjustment Mechanism are mentioned with updates related to regulatory matters and project submissions.